Live chat interactions happen in real time, so your live chat reporting should happen in real time too. At ClickDesk, we’re committed to providing our customers with instant access to actionable live chat data. With that in mind, we’re especially excited to announce a new Chats Overview feature in the ClickDesk dashboard. Get a quick view of every type of interaction with your customers, including live chat activity, missed chats and offline chats (through the chat widget and our email helpdesk).

The Chats Overview lets customers view live chat activity reports for every type of chat, with custom views for time of day, top 5 countries, and top 5 URLs. The reports are always up to date with the latest data, whether you’re looking at queued chats from the last 24 hours or the past week of proactive chats. It’s not just about keeping tabs on agent activity — there are already specific reports for monitoring your support agents. Instead, the Chats Overview is all about helping you improve the customer experience.

Where can I find the Chats Overview?

The Chats Overview feature is available under Reports in your ClickDesk Dashboard. Login to the admin panel and go to Reports > Chats Overview, then select the type of chat you’d like to see data for: Proactive Chats, Broadcast Chats, Queued Chats, Missed Opportunities, or Offline Chats. You can choose between three different views: Time Based (four 6-hour periods), Top 5 Countries, or Top 5 URLs.

Can I export these reports as images?

Yes! Putting together a proposal? Checking live chat data against other analytics tools? Reporting to your boss? We’ve got you covered. It’s easy to print any of your Chats Overview reports, or download them as images or a PDF. We currently support PNG, JPEG, PDF and SVG (vector) images.

If you noticed the Chats Overview feature that we released in beta in the old UI, this new feature is actually the final version of that feature, expanded and enhanced in direct response to user feedback. Cool, right?

We love nothing more than hearing from our customers. Drop us a line any time.